Shocking treatment for widows and other people who are not as big as the bank.

On the 15 March 2019, I went to Nedbank to transfer my late husband's funds into an Estate Account and asked them to close all accounts (which it seems they did not). On the 3rd September I then discovered that the account has been paying home insurance since the date of his death. Again I went to the bank to sort it out and Nceba informed me that I did not need to take away any paperwork as it would be done and I would hear back from him. I have been phoning and phoning and the number just rings. On the 8th September I again visited the bank and spoke to Neo who informed me that he would sort it out and I would hear back from him. Again no word!!! Again the phone numbers he gave me do not seem to exist. Do I need to go to the bank for the 3rd time to achieve the same results?